Explore how we’ve been doing
We publish as much information as we can – that brings you information about how each team is performing and the feedback we get from our tenants and customers.
We want you to understand what you can expect from us, how we are listening and making changes to improve our service, along with meeting our legal and regulatory requirements.
In every issue we are going to give you information about the things Encircle Housing staff are doing across their teams. Below are the results from 1 August 2025 to 31 March 2026.
72 Tenants moved into new homes
22 New properties developed by Encircle Housing
Repair works were completed within our timescale:
100% Emergency repairs were attended to within 4 hours
99% Urgent repairs were attended to within 5 days
97% Non-urgent repairs were attended to within 20 days
100% Gas safety checks were completed
100% Electrical safety checks were completed
99% Fire safety checks were completed
99% Asbestos safety checks were carried out
99% Water safety checks were carried out
25 Anti-social behaviour cases needed to be investigated by the Housing Team at Encircle Housing. No Hate Crime reported during this period.
13 Stage 1 complaints were received. 12 Were closed within the 15 day target time and 1 took 19 days.
Out of 225 completed the Tenant Satisfaction Survey in the summer 2025:
97% of tenants responded
of tenants are very satisfied or fairly satisfied with the safety and security of their home. This has increased from 91% in 2023.
We are improving security by fitting high-quality locks to all external doors and checking their condition every year. We also now include window lock checks as part of our regular Health and Safety inspections.
97% of tenants responded
of tenants are very satisfied or fairly satisfied that we treat tenants with respect. This has increased from 88% in 2023.
We are continuing to improve this through in-person visits to gather their views.
100% of tenants responded
of tenants are very satisfied or fairly satisfied with the overall service they receive from us. This has increased from 84% in 2023.
This is the overall satisfaction of our services. You will see the results under each section and areas of improvements.
67% of tenants responded
of our tenants are very satisfied or fairly satisfied with the time it takes to complete a repair. This has increased from 81% in 2023.
We are continuing to improve this by working with our contractors to fix more repairs during the first visit and follow up calls.
70% of tenants responded
of those tenants are very satisfied or fairly satisfied with our repairs service. This has increased from 80% in 2023.
We are improving this by gathering tenant feedback in our improved survey and using WhatsApp, so tenants can send videos to help us assess issues more effectively.
98% of tenants responded
of those tenants are very satisfied or fairly satisfied that we provide a home that is well maintained. This has increased from 81% in 2023.
We are improving this with by continuing with our planned painting programme and stock condition survey.
93% of tenants responded
of tenants are very satisfied or fairly satisfied that we keep tenants informed about things that matter to them. This has increased from 88% in 2023.
We are improving this by finding out how our tenants would like us to communication with them and what information they would like us to provide.
95% of tenants responded
of tenants are very satisfied or fairly satisfied that we listen to tenants’ views and act on them. This has increased from 74% in 2023.
We have set up 3 focus groups so far and will be inviting more tenants to get involved and sharing their views.
71% of tenants responded
of tenants are very satisfied or fairly satisfied with our approach to handling anti-social behaviour. This has decreased slightly from 74% in 2023.
We are continuing to improve this by listening and acting upon your feedback and agreeing an action plan with you to address your anti-social behaviour complaint.
77% of tenants responded
of tenants are very satisfied or fairly satisfied the communal areas are kept clean and well maintained. This has increased from 72% in 2023.
We agree how often the work is carried out through the year, such as window cleaning.
75% of tenants responded
of tenants are very satisfied or fairly satisfied that we are making a positive contribution to your neighbourhood. This has increased from 65% in 2023.
This question was confusing to tenants as we provide one off supported housing in the community not large housing estates.
23 tenants responded to the question about making a complaint within the last 12 months
of tenants are very satisfied or fairly satisfied with our approach to handling a complaint. This has increased from 67% in 2023.
We are improving this by continuing to gather feedback in-person and ensure our tenants can easily access our complaints booklet and form on our website.
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